Sr. Supervisor Customer Success

Sr. Supervisor Customer Success

Department: Customer Support

Employment Type: Full Time

Location: EMEA-United Kingdom

The Customer Success Senior Supervisor is a mid-management role responsible for the operational leadership and performance of a customer service team within the UKI organization. Operating with a high degree of autonomy, the role ensures the consistent delivery of high-quality customer support in line with agreed service standards, policies, and KPIs. The Senior Supervisor leads, coaches, and develops team members, manages workload and capacity, and oversees day-to-day execution to ensure efficiency, compliance, and customer satisfaction.

Reporting to the Customer Success Manager, the role acts as a key operational link between frontline teams and wider business functions. The Senior Supervisor contributes to continuous improvement initiatives, supports cross-functional collaboration, and represents the voice of the customer to help drive incremental enhancements to customer experience and processes, in line with organizational objectives.

• Provide day-to-day operational leadership for the Customer Success team, ensuring consistent delivery of high-quality support aligned with service standards, SLAs, and KPIs.
• Oversee the execution of frontline customer support activities across all channels’, ensuring workload is effectively planned, prioritised, and balanced across the team.
• Monitor team performance against agreed metrics, identifying risks, trends, and improvement opportunities, and taking timely corrective action where required.
• Act as escalation point for complex or sensitive customer issues, ensuring effective resolution while protecting customer experience and company standards.
• Ensure adherence to established processes, policies, and compliance requirements, leading by example and reinforcing operational discipline.
• Lead, coach, and develop a team of Customer Success employees, fostering a high-performance, customer-centric culture.
• Support onboarding, training, and ongoing capability development to ensure team members have the skills and knowledge required to perform effectively.
• Conduct regular one-to-ones, performance reviews, and development discussions, providing clear feedback, guidance, and support.
• Promote accountability and ownership within the team, supporting engagement, motivation, and retention.
• Build strong, trust-based relationships with customers by ensuring consistent, proactive, and high-quality engagement through the team.
• Act as the Voice of the Customer, identifying recurring themes, customer pain points, and improvement opportunities, and sharing insights with relevant stakeholders.
• Collaborate closely with cross-functional partners including Sales, Marketing, Manufacturing, Education, and Clinical Support to ensure smooth end-to-end customer journeys.
• Partner with commercial teams to support customer satisfaction, retention, and overall business objectives.
• Drive continuous improvement initiatives by identifying process inefficiencies, best practices, and opportunities to enhance customer experience and operational effectiveness.
• Contribute to and, where appropriate, lead cross-functional or regional projects, providing operational input and governance to support innovation and change initiatives.
• Develop, maintain, and communicate clear operational reporting and dashboards, providing regular updates on performance, trends, and actions.
• Ensure the Knowledge Base is established, maintained, and kept up to date to support consistent and efficient service delivery.
• Operates with a high degree of autonomy within defined policies and guidelines.
• Typically reports to a Customer Success Manager and is responsible for the performance and development of a reasonably sized customer support team.

EDUCATION:

Minimum of bachelor's degree, Customer Support or related discipline or combination of education and equivalent work experience required.

EXPERIENCE:

Requires 3+ years directly related (people management) experience.

REQUIRED

SKILLS AND ABILITIES

:

• Strong customer-service mindset with a focus on quality and consistency.
• Effective verbal and written communication skills.
• Ability to coach, support, and motivate team members.
• Strong organizational skills with the ability to manage competing priorities.
• Solid problem-solving and troubleshooting capabilities.
• Confidence in handling escalations and sensitive customer situations.
• Ability to work hands-on and lead by example.
• Strong sense of ownership, accountability, and professionalism.
• Team-oriented approach with the ability to collaborate across functions.